Guest Services Agent - Embassy Suites-LAX South

Job description

The Embassy Suites Los Angeles International Airport South is currently hiring an enthusiastic and experienced Guest Services Agent. This role is responsible for greeting and registering guests, providing prompt and courteous service, checks guest out of the hotel, resolves guest challenges throughout their stay, upgrades guests as required, promotes hotel services, amenities and upsells products to guests in the hotel's continuing effort to deliver outstanding guest service and financial profitability.

What will it be like to work for this Hilton Worldwide Brand?

Embassy Suites by Hilton has perfected the full-service, upscale, all-suite hotel. Built on a long-standing legacy that is both inviting and comfortable, Embassy Suites properties provide guests with More Reasons to Stay, offering open-air atriums, complimentary cooked-to-order breakfast, spacious two-room suites and complimentary Evening Receptions every evening. Embassy Suites bundled pricing ensures that guests receive enormous value at a single price. Whether they are traveling for business, with their family, with a group, or for leisure, our guests return again and again to experience the consistently awarded, best-in-class customer service provided at Embassy Suites.

Embassy Suites is one of Hilton Worldwide's market-leading brands. For more information visit www.hiltonworldwide.com 

If you understand the importance of providing an inviting and comfortable experience and feel you can contribute to an award-winning team, you may be just the person we are looking for to work as a Team Member with Embassy Suites Hotels.

What will I be doing?

As a Guest Services Agent you will be responsible for greeting and registering guests, providing prompt and courteous service, checks guests out of the hotel, resolves guest challenges throughout their stay, upgrades guests as required, promotes hotel services, amenities and upsells products to guests in the hotel's continuing effort to deliver outstanding guest service and financial profitability. Specifically, you would be responsible for performing the following tasks to the highest standards:

·  Completes the registration process by inputting and retrieving information from a computer system, confirming pertinent information including number of guests and room rate. Makes appropriate selection of rooms based on guest needs. Codes electronic keys. Non-verbally confirms the room number and rate. Promotes and administers Hilton marketing Programs such as Hilton Honors, for arriving guests. Ensures guest knows location of room, and arranges for team member to accompany guest to room. Provides welcome packet containing room keys, tokens of our appreciation, gifts, etc. to guest.
·  Ensures rooms and services are correctly accounted for within guest statement. Properly accounts for services provided by the hotel. Assists guests with check out payments or charges. Accepts and records vouchers, credit, traveler's checks and other forms of payment.
·  Greets customers immediately with a friendly and sincere welcome. Uses a positive and clear speaking voice, listens and understands requests, responds with appropriate action and provide accurate information such as outlet hours, special VIP programs, event, etc.
·  Receives special requests from guests, and responds appropriately or forwards requests to appropriate team members for decisions and actions.
·  Promptly answers the telephone and email inquiries. Inputs messages into the computer and advises other team members of special guest needs. Retrieves messages and communicates the content to the guest. Retrieves mail, packages and facsimiles or other special items for customers as requested.
·  Fields guests complaints, conducting thorough research to develop the most effective solutions and negotiate results, listens and extends assistance in order to resolve problems such as price conflicts, insufficient heating or air conditioning, etc. Remains calm and alert especially during emergency situations and heavy hotel activity. Plans and implements detailed steps by using experienced judgment and discretion.

SUPPORTIVE FUNCTIONS

In addition to performance of the essential functions, this position may be required to perform a combination of the following supportive functions, with the percentage of time performing each function to be solely determined by the supervisor based upon the particular requirements of the company.

·  Attempts to communicate with guest in guest's native language, if applicable.
·  Remains calm and alert, especially during emergency and/or heavy hotel activity, and resolve complications such as location changes or credit issues.
·  Summons Bell services team members to escort guests to/from their rooms as appropriate.
·  Provides safety deposit boxes for guest by escorting them to the vault pulling the box from the vault and carrying it to the guest.
·  Operates various office machines.

 Pay Range:  The starting wage for this position is $19.00 per hour and is based on applicable and specialized experience and location. 

What will it be like to work for Hilton

Hilton is the leading global hospitality company, spanning the lodging sector for luxurious full-service hotels and resorts to extended-stay suites and mid-priced hotels. For more than a century, Hilton has offered business and leisure travelers the finest in accommodations, service amenities and value. Hilton is dedicated to continuing its tradition of providing exceptional guest experience across its global brands. Our vision "To fill the earth with the light and warmth of hospitality" unites us as a team to create remarkable hospitality experiences around the world every day and our AMAZING Team Members are the heart of it all! 

What are we looking for?
Since being founded in 1919, Hilton Worldwide has been a leader in the hospitality industry. Today, Hilton Worldwide remains a beacon of innovation, quality, and success. This continued leadership is the result of our Team Members staying true to our Vision, Mission, and Values. Specifically, we look for demonstration of these Values:

·  H Hospitality - We're passionate about delivering exceptional guest experiences.
·  I Integrity - We do the right thing, all the time.
·  L Leadership - We're leaders in our industry and in our communities.
·  T Teamwork - We're team players in everything we do.
·  O Ownership - We're the owners of our actions and decisions.
·  N Now - We operate with a sense of urgency and discipline

In addition, we look for the demonstration of the following key attributes in our Team Members:

· 
Living the Values

· 
Quality

· 
Productivity

· 
Dependability

· 
Customer Focus

· 
Teamwork

· 
Adaptability

What benefits will I receive?
The Benefits - Hilton is proud to have an award-winning workplace culture. We support the mental and physical wellbeing of all Team Members so they can Thrive personally and professionally in a diverse and inclusive environment, thanks to innovative programs and benefits such as:

·  Access to your pay when you need it through DailyPay
·  Health insurance
·  Career growth and development
·  Team Member Resource Groups
·  Recognition and rewards programs
·  Go Hilton travel discount program
·  Best-In-Class Paid Time Off (PTO)
·  Supportive parental leave
·  Employee stock purchase program (ESPP) - purchase Hilton shares at 15% discount
·  Debt-free education: Access to a wide variety of educational credentials (ex. college degrees, high school completion, English-language learning, digital literacy, professional certificates and more)

Embassy Suites by Hilton - LAX South is an Equal Opportunity Employer - M/F/Veterans/Disability/Sexual Orientation/Gender Identity. The Employer will consider qualified applicants with criminal histories in a manner consistent with the Los Angeles Fair Chance Initiative for Hiring. 

*Please note, benefits may vary depending on the classification and union status of the position. 

Embassy Suites by Hilton - LAX South is and Equal Opportunity Employer – M/F/Veteran/Disability/Sexual Orientation/Gender Identity.  The Employer will consider qualified applicants with criminal histories in a manner consistent with the Los Angeles Fair Chance Initiative for Hiring.